Client Success Advocate I

JOB TITLE: Client Success Advocate I

Wineshipping is a tech-enabled third-party logistics (3PL) provider for alcoholic beverage companies, managing the fastest, most accurate, and most cost-efficient delivery network in the US for wine, beer, spirits, and more. North Bay Business Journal’s Supplier of the Year (Wine Beer & Spirits Awards).

GENERAL JOB DESCRIPTION

The Client Success Advocate plays a critical role in delivering exceptional service and support to our winery clients. As a direct point of contact, this client-facing role requires outstanding communication and problem-solving skills to ensure a seamless and positive client experience.

This position is central to our commitment to client excellence, with responsibilities that include receiving, recording, reconciling, and reprioritizing wine orders, as well as responding to client inquiries and resolving issues in a timely and professional manner. Success in this role requires strong multitasking abilities, attention to detail, and a sense of urgency when addressing client needs. The Client Success Advocate collaborates closely with winery clients, internal warehouse teams, and the sales team to ensure smooth order processing and fulfillment. Acting as the liaison between clients and internal stakeholders, this role demands clear, concise, and professional communication—both written and verbal.

MAJOR DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for client inquiries by answering incoming calls and responding to tickets with professionalism and urgency.
• Accurately research and resolve client support tickets within defined scope. Escalate unresolved or complex issues to Level 2 support when necessary.
• Demonstrate proficiency in using company platforms including D365, ACP, and Zoho to process, track, and manage customer requests.
• Communicate clearly and professionally with clients to provide timely updates, technical assistance, and product-related information.
• Ensure consistent follow-up on all open client issues or orders until full resolution is achieved—no client concern is left unresolved.
• Handle support tickets in CRM.
• Manage and interpret large order files (i.e. Excel and CSV).
• Maintain up-to-date knowledge of Wineshipping products, services, and new offerings to provide informed support to clients.
• Participate in foundational training programs including Leadership Lessons and ISOAR to support personal and professional growth.
• Support specialized processes, such as Receipt of Goods (ROG) and Claims, as needed.
• Demonstrate regular and reliable attendance and punctuality, adhering to work schedules and deadlines.

OTHER IMPORTANT ASPECTS OF THE JOB

• Commitment to excellence and high standards.
• Ability to work independently and as a member of various teams and committees.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Strong verbal, written, and phone communication skills.
• Bilingual welcome.
• Must be flexible to work weekends and/or late-night shifts.

QUALIFICATIONS FOR THE JOB

• Experience: 2 years of relevant work experience.
• Education (Preferred): Bachelor's degree or equivalent relevant experience.
• Client-Facing Experience: Proven experience in client-facing roles, particularly within the winery industry or SaaS environments (non-sales), with a strong focus on service and relationship management.
• Industry Knowledge: Background in logistics, supply chain, transportation, or distribution, especially within industries involving high-value or allocated products.
• High-Volume Environments: Demonstrated success working in fast-paced, high-volume, and seasonal industries that require managing large volumes of product items, POS transactions, orders, and support tickets.
• Technical Proficiency: Familiarity with systems used in order management and client support; prior experience in call centers or high-touch customer service environments is a plus.
• Cross-Functional Awareness: Understanding of distribution or supply chain processes, particularly those involving inventory allocation or handling of premium or perishable goods.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• Prolonged periods of standing/walking/sitting.
• Occasionally lift, carry and/or move up to 50lbs.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Occasionally work near moving mechanical parts.
• Occasional loud noise.
• Occasional varying environmental temperature changes.

PAY AND BENEFITS

Benefits: 401(k), 401(k) matching, Dental insurance, Disability insurance, Employee assistance program, Flexible spending account, Health insurance, Health savings account, Life insurance, Paid time off, Referral program, and Vision insurance.

Supplemental Pay: Bonus pay.

We are an equal-opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, or marital status.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.